DTDC Courier & Cargo — Courier with food items not delivered for 4 days

There is a courier with food items D73811417 registered on 11/March evening from Karur, TN to Whitefield, Bengaluru, KRN which is supposed to be delivered by 12/March morning.
Per tracking report the courier reached final destination per schedule, but it was not delivered on 12/March.
It was moved to out for delivery on 13/March, but later moved to Not Delivered(PAPERWORK REQUIRED-(OTR)).
The food items would have already spoiled since it is 4 days past already.
I called Whitefield office and customer care but there is no one to answer.

What is happening?

Please provide refund of the amount paid and the cost of food items.